Do Insurance Claims Take Too Long to Settle?
Observations on the hidden machinery behind indemnity in UK general insurance
A friend of mine recently lodged a claim after a leak damaged his kitchen. He filled out the forms online, uploaded photos, and even spoke to a loss adjuster who assured him things were moving apace. Then, silence. Three weeks later, he was still making tea on the hob and washing up in the bathroom sink.
Stories like this sound familiar? Across the country, policyholders often find themselves waiting longer than expected for their claim to be resolved. The question is why? The processes are meant to be quicker, smoother, even automated. And yet the stories we hear on the ground often paint a different story.
The Promise Versus the Reality
Most insurers talk about their streamlined claims journeys. Many have invested in online portals, digital tools and AI that, on the surface, promise simplicity. But behind the curtain, claims can still zigzag between departments, underwriters and service providers. A cracked ceiling in Leeds may need approval from a claims handler in Birmingham, a contractor in Manchester and a report from a surveyor in London before anything can be signed off.
It is not that the system is broken, it works – eventually. But each extra step slows things down for the policyholder and adds cost to the insurers. From the outside, it can feel like the process is designed to test patience rather than restore homes, cars or livelihoods. The number of times we hear the accusation: “Insurers will do anything to not pay a claim”. Despite our assurances that they actually want to pay claims, most people don’t seem to believe us.
Caution at the Core
At the heart of the issue is a principle every insurer holds dear: indemnity. The idea is simple, to put the customer back where they were before the loss, no better and no worse. But when you try to apply that to real life, the answers are rarely straightforward.
One adjuster once told me: “Restoring a roof after a storm isn’t always about just the tiles. It’s about whether the insulation underneath is affected, whether matching materials can be sourced, whether repairing half of it might actually make the other half look worse.” These are subjective judgements, and insurers, by nature, lean towards caution. That caution, while understandable, inevitably slows the process down.
Technology is Easing, Not Solving
Technology has begun to make a difference. Algorithms can now flag unusual patterns or highlight claims that may need a second look. Valuations can be supported by data pulled instantly from market sources. But the industry is still finding its feet with how much to trust these systems.
I recall one case where AI flagged a simple water-damage claim as “potential fraud” because the claimant’s photos were uploaded from a work computer rather than a home device. The handler resolved it quickly once they picked up the phone, but it shows how technology, while useful, still requires a human touch. Machines can process data. Humans bring empathy.
The Role of Outsourcing
Outsourcing also plays a part. In many claims, third-party providers are essential, whether that’s a plumber or a specialist investigator. Each has their own diary, their own way of working and their own response times. The customer, often feeling stuck in the middle, can find themselves wondering whether it’s the insurer or the supplier holding things up.
This is not negligence; it is simply the reality of multiple moving parts trying to work together. But from the policyholder’s perspective, it feels like being passed from pillar to post.
The Experience of Waiting
What’s striking in 2025 is how universal the experience of waiting has become. Customers do not always expect instant outcomes, but they do expect communication. When silence stretches on, frustrations mount. As one policyholder told me after making a claim: “If they’d just told me it was going to take four weeks, I could have planned for it. Instead, I felt left in the dark.” That sentiment, more than the delay itself, is often what damages trust.
A Question for the Industry
So where does that leave us? Claims can be complex. Risk needs to be managed. Fraud is real. And yet the very purpose of insurance is to restore people when life goes wrong. If delays erode confidence in that promise, then something has to give.
Perhaps the challenge for the industry is not only to speed things up, but to rethink how we keep customers engaged along the way. Transparency, communication and integration between all parties could go a long way to shifting perceptions.
How We Contribute
At DLB Investigations, we spend a lot of time working with insurers to address precisely these issues. Our aim is not to replace existing systems but to create effective services that fit naturally into the way insurers already operate. When solutions blend seamlessly into workflows, claims can move forward faster without disruption to processes, staff or policyholders.
Our Rapid Triage of Claims (RTC) service is one such innovation. Existing clients tell us they value it because it feels like an extension of their current claims process, not a bolt-on. That means less friction behind the scenes and more certainty for the handler and the policyholder alike.
Moving Forward
Like numerous traditional industries, UK insurance is in a moment of change. Customers are vocal, expectations are higher, and the tools available to us are evolving rapidly. The challenge is to make sure those tools are used in ways that genuinely improve outcomes for the people who rely on insurance when life turns difficult.
We believe that by working together with insurers and industry partners, we can shorten the wait, strengthen trust and make claims handling feel less like a test of patience and more like the safety net it was always meant to be.
As always, we welcome your comments and feedback about your experiences in the industry and what challenges you face as a practitioner.
